首页
外语
计算机
考研
公务员
职业资格
财经
工程
司法
医学
专升本
自考
实用职业技能
登录
考研
High-quality customer service is preached by many, but actually keeping customers happy is easier said than done Shoppers sel
High-quality customer service is preached by many, but actually keeping customers happy is easier said than done Shoppers sel
admin
2019-05-04
130
问题
High-quality customer service is preached by many, but actually keeping customers happy is easier said than done
Shoppers seldom complain to the manager or owner of a retail store, but instead will alert their friends, relatives, co-workers, strangers and anyone who will listen.
Store managers are often the last to hear complaints, and often find out only when their regular customers decide to frequent their competitors, according to a study jointly conducted by Verde group and Wharton school. "Storytelling hurts retailers and entertains consumers," said Paula Courtney, President of the Verde group." the store loses the customer, but
the shopper must also find a replacement
."
On average, every unhappy customer will complain to at least four other, and will no longer visit the specific store for every dissatisfied customer, a store will lose up to three more due to negative reviews. The resulting "snowball effect" can be disastrous to retailers. According to the research, shoppers who purchased clothing encountered the most problems, ranked second and third were grocery and electronics customers.
The most common complaints include filled parking lots, cluttered (塞满了的)
shelves, overloaded racks, out-of-stock items, long check-out lines, and rude salespeople. During peak shopping hours, some retailers solved the parking problems by getting moonlighting local police to work as parking attendants. Some hired flag wavers to direct customers to empty parking spaces. This guidance eliminated the need for customers to circle the parking lot endlessly, and avoided confrontation between those eyeing the same parking space.
Retailers can relieve the headaches by redesigning store layouts, pre-stocking sales items, hiring speedy and experienced cashiers, and having sales representatives on hand to answer questions. Most importantly, salespeople should be diplomatic and polite with angry customers. "Retailers who’re responsive and friendly are more likely to smooth over issues than those who aren’t so friendly." said Professor Stephen Hoch. "Maybe something as simple as a greeter at the store entrance would help."
Customers can also improve future shopping experiences by filing complaints to the retailer, instead of complaining to the rest of the world. Retailers are hard-pressed to improve when they have no idea what is wrong.
What does Paula Courtney imply by saying "... the shopper must also find a replacement" (Paragraph 3)?
选项
A、New customers are bound to replace old ones.
B、It is not likely the shopper can find the same products in other stores.
C、Most stores provide the same.
D、Not complaining to the manager causes the shopper some trouble too.
答案
C
解析
根据题干定位至原文第三段最后一句,不难看出某个商店因为让顾客不满而失去该顾客,顾客还是会找到其他商店消费,replacement本身就表示替代物,证明消费者在不同的商店可以找到类似的东西,所以选项[C]正确。选项[A]偏离题意,选项[B]和[D]都在说顾客改变商家会很难找到替代物或者会给自己添麻烦,均不符合文章传达的信息。
转载请注明原文地址:https://kaotiyun.com/show/lge4777K
0
考研英语二
相关试题推荐
StudythefollowingdrawingcarefullyandWriteanessayinwhichyoushould:1)describethedrawing,2)interpretthemeaning
Whichofthefollowingcanbethebesttitleofthispassage?Thereasonwhythebraincellsofthepersonwhobothsmokesand
Theauthorthinksthatpullfactors______.People’sdecisionstomigratemightbeinfluencedbyallthefollowingEXCEPT____
Theboyburnedwith______toknowwhatwasintheletteraddressedtohissister.
Theremarkableprogressofscienceandtechnologyinthe20thcenturyhasbroughtenormousbenefitstohumankind.Longandhealt
Theoppositionpartydemandsthatthosecabinetmemberswhoareinvolvedintherecentscandalshould______.
ManyAmericansregardthejurysystemasaconcreteexpressionofcrucialdemocraticvalues,includingtheprinciplesthatallc
ManyAmericansregardthejurysystemasaconcreteexpressionofcrucialdemocraticvalues,includingtheprinciplesthatallc
ReadthefollowingChineseandwriteanabstractof80~100words.YoushouldwriteyouranswersonANSWERSHEET2.
A.TheconsequenceoflosingbonesB.AbetterlabthanonearthC.TwodifferentcasesD.Multipleeffectsformwei
随机试题
这个标志的含义是告示车辆驾驶人应慢行或停车,确保干道车辆优先。
输库存血每超过800ml后,应注射
男孩,3个月。消瘦,多汗,气短,因“肺炎”住院治疗。查体:心前区闻及杂音。检查:X线片、超声心动图等检查诊断为“室间隔缺损”。该患儿可能是哪种先天性心脏病
A.表寒里热证B.表热里寒证C.上寒下热证D.上热下寒证E.真寒假热证
处于探索阶段的中国基金业的发展的特点不包括()。
通常使用两种消极管理策略:一种是指数策略,另一种是免疫策略。()
自1998年建立了集中统一监管体制后,实施了()的辖区监管责任制。
计划安排每天自习时间表,属于学习策略中的()
设α1,α2,…,αM,β1,β2,…,βn线性无关,而向量组α1,α2,…,αm,γ线性相关.证明:向量γ可由向量组α1,α2,…,αm,β1,β2,…,βn线性表示.
A、Itisanelectronicdevicethatmonitorsababy’smood.B、Itisatoythatcouldtellwhenthebabyishungry.C、Itisadevic
最新回复
(
0
)